Refund Policy

If you cancel before our team has started reviewing your application, you are entitled to a full refund: the service fee and the government fee, because nothing has been paid to the authority yet.

If you cancel while we are reviewing or preparing your application but before we have submitted it to the government, the government fee is refunded in full. From the service fee we may deduct an amount proportional to the work already performed, in line with EU distance-contract rules; the rest is refunded.

Once your application has been submitted to the government, the government fee is non-refundable: the authority has received it and we cannot recover it. The service fee is non-refundable at this point because the work has been performed, except where our Denial Protection guarantee applies.

For eligible destinations, our Denial Protection guarantee means that if the government refuses an application we prepared correctly on accurate information you provided, we will refund our service fee. The government fee remains non-refundable, as it is paid to the authority.

Denial Protection is a guarantee included with the service for eligible destinations, at no separate charge. It does not apply where the refusal is caused by inaccurate or incomplete information you provided, by documents you failed to supply, or by the traveller not meeting the destination's eligibility conditions. Eligibility is shown during the application and confirmed before payment.

If you are charged twice for the same application, or we cannot provide the service after you paid (for example we stop covering the destination before submitting), we refund the affected amount in full, including the government fee where it has not been paid to the authority.

Email us using the address at the bottom of this page from the email address used in the application, including your tracking code. We review and respond to refund requests within 1 to 10 business days.

Approved refunds are returned to your original payment method through our bank's gateway, in US dollars. Depending on your card issuer, the amount can take a few additional days to appear on your statement. We keep the payment record of the refund for the legally required period.

This policy adds to, and never reduces, your rights under Spanish and EU consumer law. The statutory 14-day right of withdrawal for distance services applies as described in our Terms of Service: because you expressly request immediate performance when paying, the right is lost once the service has been fully performed (your application submitted to the government). For anything not covered here, the Terms of Service and the law apply.